Ask for a score with the NPS survey

The NPS survey is a small card in the corner of your own site or app. It asks one question, “How likely are you to recommend us to a friend or colleague?”, on a scale from 0 to 10, then one open question about why, and thanks the person. Scores of 9 and 10 count as promoters, 7 and 8 as passives, 0 to 6 as detractors, and your Net Promoter Score is the share of promoters minus the share of detractors: a number from −100 to 100.

Create a survey

1. Open Settings›NPS survey and click Create survey. A workspace can run several, for example one for the app and one for the help centre.
2. Check the Question and the two labels under the scale. The preview on the right shows the card as you type.
3. Write a follow-up for each group. A detractor can be asked what to fix, a promoter what they like most. Leave a group's field empty and that group is thanked straight away.
4. Set Delay, how many seconds the person is on the page before the card appears, and Ask again after, how long before the same person is asked again. Ninety days is the usual cadence; someone who closes the card unanswered sees it again sooner, after After closing the card.
5. Choose Who is asked: anyone on the page, or only the people your product signs in. Under Pages, narrow the card to some pages with one rule per line, such as /app/*; empty means every page the widget is on.
6. Switch the survey on at the top of the page and click Save.

Read the answers

Reports›NPS shows the score for the period, how the answers split into the three groups, every score from 0 to 10, the score over time, and each answer with its comment. Filter by group or survey, and export the answers as a CSV file. A person's latest score is on their page under Users.

Admins who keep A detractor answers the NPS survey switched on under Settings›Notifications get an email with the score and the comment as soon as a detractor answers. A webhook can carry every answer to another tool, with the event nps.response.

What visitors see

Picking a number records the score at once, so a closed tab still counts. The card is in the visitor's language, with your own texts as you wrote them. Someone who answered is not asked again until the cadence runs out; for a visitor who is not signed in, that is remembered in their browser.